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Position Purpose:
Increase market share by motivating, training, delegating and coaching a staff of Customer Service Representatives to achieve established corporate goals. Responsible for coordinating customer service with other departments.
Primary Responsibilities:
- Identify customer needs and satisfy them profitably.
- Maintain existing customer base through effective customer service skills.
- Responsible for overall order entry process – review flow accuracy, ensure cut off times are adhered to, communicate with Sales Management regarding potential issues
- Insure follow through with customer requests by customer service.
- Hire, hold team accountable, training, write schedules, manage CMP process and conduct 30,60,90 day reviews.
- Understand edit procedure, operate the phone system and by cross training with customer service representatives, run necessary reports as needed.
Education:
- High School Diploma or GED
Experience:
- Two (2) year experience in a customer service related position preferred or call center experience
Skills:
- Good communication skills
- Proved ability to communicate effectively to satisfy the customers’ needs.
- Experience managing individuals, motivating, training and disciplining  a staff.
- Good computer skills - Working knowledge of MS Office (Word, Excel, Outlook) a plus.
- Bilingual English/Spanish a plus
- Ability to handle multiple tasks.
- Strong organizational skills and ability to handle crisis situations effectively
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